Digital Engagement Head

Work as a key driver to lead, coach, support the Singapore teams to deliver ambitious digital growth with some examples as below: mobile banking adoptions, digital usage, digital commercialization, and service migrations.

Key deliverables
Drive engagement E2E programs to meet the scorecards every month
Partner with wider stakeholders to expand engagement scope.
Day-to-day execution of engagement activities to ensure KPIs are met with achievable plans.
Define new opportunities to achieve the scorecards
Manage customer enquiry/complaint related to the engagement activities.

Work closely with the Regional and local partners to define and execute the engagement activities that positions Citi Mobile App as an increasing driver of product revenue and business development.

Work with the countries Digital Engagement Heads, to get buy-in for the plan and ensure there is sufficient plan in place to meet and exceed targets.
Measure, track and review digital metrics and report back to the relevant senior stakeholders on timely and regular basis.

Work closely with control stakeholders such as Risk, Operations, Compliance, Legal, Governance, Data Security, and Fraud to review and obtain approval for planned initiatives.
Work with analytics teams or external agency to analyze and translate customer insights into actionable engagement strategies and tactics.
Work with Marketing to maintain consistency of engagement strategy and aligned with Regional direction.
Partner cross-functionally with Product, Regional, Marketing, Customer Experience, Citiphone, Branch, and Decision Management teams to drive user acquisition and engagement KPIs.
Collaboratively and contribute to Digital Net Promoter Scores and App Store Rating.
Identify ad hoc opportunities to create new program that lead to boosting digital usage and scorecard.
Manage regular reporting to update the senor management and stakeholders of the progress of works.

Qualifications & Experience
Minimum 10 years digital engagement experience in digital/mobile adoptions, usage, customer journey, process/product roadmap, transformation/change, and service migration, preferably from banking and financial industry.
Relevant bachelor degree in the field of business information technology, humanities social sciences.
Good understanding of digital franchise or ecommerce marketing.
Experience in managing end-to-end projects/campaign from creation through to implementations, including customer handling approach.
Track record of success in leading change management projects with excellent influencing skills to drive projects forward, gain buy-in and iterate on feedback
Demonstrated ability to develop strong cross-team partnerships through building business cases and aligning on core priorities
Ability to define analytic model, analyse complex data and utilise it to develop strategic or tactical initiatives
Ability to create relevant strategy and lead ideation process with stakeholders through to implementations.
Very strong in hands-on execution and ability to drive tight project management
Strong verbal, written communication and presentation skills
Accountable, proactive and thoughtful with high attention to detail and strategic problem solving
Effectively work internally and externally to address, manage and resolve escalations independently
Enjoy working in a dynamic, fast-paced environment with minimum guidance/supervision.

**Education**:
Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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- **Job Family Group**: Product Management and Development
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- **Job Family**: Digital Product Management
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- **Time Type**: Full time
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- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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